MetLife

When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments. In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.

As the Application Support Manager, you will build and lead a high-performing support organization supporting the US Business, elevating the team's technical depth from L1 to L2 capability. You will bring strong hands-on expertise across programming, operating systems, databases, networks, and middleware, and you will drive the use of automation and AI to reduce manual effort, speed up troubleshooting, and improve overall service quality. You will also own incident management and change safety, ensuring production remains stable as the environment evolves.

• Build, mentor, and grow the application support team from the ground up, raising technical capability so the team can independently troubleshoot and resolve L2-level issues
• Provide hands-on technical leadership across programming/scripting, Linux and Windows administration, databases, networking, and middleware to guide root cause analysis and resolution
• Develop and enforce scripting and automation practices to eliminate repetitive manual work and speed up diagnostics and remediation
• Drive adoption of AI-based tools for troubleshooting, log/error analysis, anomaly detection, and faster root cause identification
• Design and implement monitoring and alerting to detect issues proactively before they impact users
• Own end-to-end incident management, including triage, escalation, communication, and post-incident review, ensuring recurring issues are converted into permanent fixes
• Establish and enforce change management discipline, ensuring all production changes are reviewed, tested, and deployed safely with minimal risk
• Partner with Development, Infrastructure, Database, Network, and Vendor teams to resolve issues, improve system design, and reduce operational risk
• Reduce alert noise and improve signal quality so the team focuses on issues that matter
• Track and report on key support metrics, including MTTR, incident volume, ticket trends, and team performance
• Define career growth paths and technical training plans to continuously upskill the support team

• 15+ years in application support, production support, or engineering roles, including team leadership experience
• Strong programming or scripting skills (e.g., Python, Java, or similar) with proven ability to build automation
• Solid working knowledge of both Linux and Windows environments
• Strong database skills (SQL query writing, performance troubleshooting, and basic administration)
• Working knowledge of networking concepts (DNS, load balancers, firewalls, connectivity troubleshooting)
• Experience with middleware technologies (e.g., application servers, message queues, API gateways)
• Proven experience building or scaling a support team, including growing team members' technical skills
• Strong incident management and problem-solving skills, with the ability to lead during high-pressure situations
• Solid understanding of change management practices and production risk controls
• Experience designing monitoring and observability solutions (logs, metrics, traces)

• Experience using or implementing AI/AIOps tools for troubleshooting or operational efficiency
• Exposure to cloud platforms, Kubernetes, CI/CD pipelines, and ITSM tooling (e.g., ServiceNow)
• Strong focus on measurable outcomes and continuous operational improvement

The expected salary range for this position is $200,000 - $240,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.